Customer Service Policy

The Cardinal Carter Library is committed to providing a positive experience by adopting the following service guidelines.  We will work to provide exceptional customer service whether virtually or in person.

Service Guidelines

Attitude of Courtesy and Respect

• We will expect all users and staff to treat each other with courtesy and respect.
• We will maintain the privacy of our patrons without judgment or bias.

Environment

• We will provide a safe and friendly environment where our patrons may study and work.

Embrace a Learning Culture

• We will embrace a culture of learning, so that we can continually improve library services, resources, and processes to best meet our user community’s needs.
• We will encourage staff training and development.
• We will encourage our users to become self-sufficient life-long learners.

Efficiency and Effectiveness

• We will establish, promote, maintain and evaluate a range of quality services that support the Library’s mission and goals.
• We will be efficient and effective in the delivery of our services.

Communication

• We will communicate clearly and in a positive and helpful manner.
• We will adapt our communication or services to best meet the needs of our diverse user community.

Feedback

• We will encourage feedback from our user community and will follow up with this feedback.

Adapted from: Western Libraries, Customer Service Policy Statement, March 2012.